The World Bank Indonesia program is seeking an Information Officer to lead 10 members IT team to support Indonesia’s large program and an extensive portfolio at the main Jakarta office and its satellite offices.
The Indonesia IT team provides local IT services to about 400-450 staff, frequent visiting missions from Washington and development partner staff based in Indonesia offices. Typical services include, office technology support, training, country office global network maintenance, IT business continuity management and knowledge management services.
The Information Officer will provide oversight and management of the IT infrastructure and support in the country office. By carrying higher level responsibilities, s(he) operates with very limited technical supervision, having the primary responsibility for all office and information technology. S(he) will research, report on and recommend technology solutions to client users problems, including provision of IT training and serving as the primary technical advisor for the country office.
The Information Officer will take responsibility for improving processes under the direction of Country Office management in Indonesia and Regional IT Manager.
Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year renewable term appointment.
Duties and Accountabilities
- Serves as the primary technical advisor for the country office
- Works with the country team to help define business needs in terms that can be satisfied by standard technical solutions. Researches, reports on and recommends technology solutions to client users problems.
- Leads the team who administers and maintains office technology, providing system administration and network maintenance, information security, support for file and data servers, workstation and laptop systems, local telephone and other communications systems, scanners, copiers and other office electronic systems.
- In consultation with network engineers from ISG/EAPIT, monitors status and performance of IT systems.
- Leads the team who provides troubleshooting, technical support and information management assistance to local users and visiting teams and missions.
- Identifies, initiates, supports and documents procedures and guidelines that have been used repeatedly to improve work processes and methods related to client services delivery and effective team functioning.
- Analyzes training requirements for end user and IT team members. Monitor IT learning events. Provides and/or conducts staff training in IT and office technology systems.
- Provides assistance to office management in procurement and vendor maintenance of office technology systems. Liaises with external vendors to resolve problems with office systems.
- Develops monthly reports on IT indicators for main and satellite offices. Compiles weekly IT reports on team’s performance and customer feedback
- Develops annual IT budget and monitor spending
- Collaborates with regional IT team to develop tools that can contribute to business processes
- Provides leadership to 10 members IT team, including contractors. Analyze and fill gaps on IT human resource requirements. Provide performance assessment of IT team members. Develop results agreement with IT team members and review on regular basis.
- Functions as IT focal point for Incident Management and Business Continuity for the country office
- Assists Regional IT Officer and regional IT CO coordinator in the identification and recruitment of IT staff and contractors;
- Participates in IT and communications cost savings initiatives, monitors related costs for optional IT and computing charges;
- Advocates and adheres to WB and EAP Region standard IT policies and procedures;
Achieves and advanced level in the following behavioral and technical competencies:
- Accountability: Clearly defines mutual expectations of self and others. Takes appropriate actions to ensure obligations are met. Revises standards in response to change;
- Communications for Results: Expresses technical and business concepts, ideas, feelings, opinions and conclusions orally and in writing. Listens attentively and reinforces words through empathetic body language and tone;
- Customer Service Orientation: Identifies the ongoing needs of internal and/or external clients. Ensures these needs are met or exceeded;
- Flexibility: Responds appropriately to changes in the work environment and emerging opportunities. Balances risks and reprioritizes. Adapts to new, different or changing situations, requirements or priorities. Shows an understanding and appreciation of individual differences. Works effectively with varied persons and/or groups;
- Problem Solving: Anticipates, identifies and defines problems. Seeks root causes. Develops and implements practical and timely solutions;
- Teamwork: Collaborates with other members of formal and informal groups in the pursuit of common missions, vision, values and mutual goals. Places team needs and priorities above personal needs. Involves others in making decisions that affect them. Draws on the strengths of colleagues and gives credit to others’ contributions and achievements;
- Foundation Architecture Knowledge: Knowledge of the systems architecture used consistently within or across the organization or enterprise. The system architecture is defined and adopted as the standard against which decisions are made regarding design and deployment of all IT resources and assists across the enterprise;
- Information Systems Knowledge: Maintains and applies up-to-date knowledge of discrete and integrated information systems elements (hardware, software, and network);
- Network Technology Knowledge: Knowledge of hardware, software, transmission, signaling, cabling, switching and routing components used in data and voice communications networks;
- Product/Service Performance Analysis: Uses performance monitoring and tuning tools to maximize the total effectiveness of a computer system including throughput, individual response time and availability;
GENERAL COMPETENCIES
- Demonstrated ability to operate effectively in a matrix management environment, both as a team leader/supervisor and team member. Has the ability to work cooperatively and collaboratively in a team environment.
- Should be a highly motivated, results oriented individual with excellent communication (written and verbal) and presentation skills; ability to deal effectively in a multicultural environment with staff at all levels identifying needs and priorities.
- Ability to understand cross-cutting issues beyond IT management e.g., Resource Management, GSD, Operations, ACS and HR.
- Demonstrated capacity to share IT knowledge and contribute new or innovative approaches to difficult or complex IT issues and take the lead in dissemination and/or implementation.
- Demonstrated experience in planning and facilitating team events, and decentralized team travel within the context of maximizing cost efficiencies.
- Responds positively to feedback and differing points of view
- Demonstrated openness to change and ability to manage complexities
- Consistently approaches work with energy and a positive, constructive attitude
- Strong communication skills in English is essential with ability to prepare, present and discuss findings in written and oral form. Ability to communicate in Bahasa Indonesia is a plus.
MINIMUM REQUIREMENTS
- MA/MS Degree in Engineering or Computer related field and a minimum of 5 years of relevant experience (or a BA/BS with 7 years of relevant experience in Information Technology management and client service experience) within the IT function including experience in delivering IT services to a large decentralized organization.
- Proficiency in standard desktop applications including but not limited to Microsoft Windows XP/Vista, Office 2003/2007 Professional, Lotus Notes
- Proficiency in Microsoft Windows Server Operating Systems and related technologies
- Excellent knowledge of IT hardware; PCs, handheld devices, scanners, digital senders, modems etc.
- Knowledge of LAN and WAN communications systems (e.g., Cisco routers/switches, VPN devices, etc)
- Ability to provide remote troubleshooting services
- Ability to work independently and/or in a team as required under different circumstances
- Must have good customer service experience as well as be able to be “hands on” in developing and implementing solutions
- Strong project management and organizational skills
- Strong team leadership/supervisory skills, including the ability to recruit, develop and mentor an effective team, delegate responsibilities and ensure a strong service delivery approach
Closing Date: 15-Dec-2009